ReadWrite - intuithttp://readwrite.com/tag/intuit
enCopyright 2015 Wearable World Inc.http://blogs.law.harvard.edu/tech/rssTue, 31 Mar 2015 11:07:14 -0700The Future Of How Businesses Connect With Customers<!-- tml-version="2" --><div tml-image="ci01b282b790008266" tml-render-position="center" tml-render-size="large"><figure><img src="http://a5.files.readwrite.com/image/upload/c_fill,cs_srgb,dpr_1.0,q_80,w_620/MTIyMzAzODYyOTIwMDE1MTI5.jpg" /></figure></div><p>What's the biggest software business nobody seems to talk about?</p><p>The numbers suggest it's customer-relationship management, the suite of software tools businesses use to track sales prospects, customers, and marketing campaigns.</p><p>And the vast majority of businesses aren't using sophisticated software from Salesforce, Oracle, or Microsoft. They're stuck using email, contact managers, spreadsheets—maybe even paper and pencil.</p><h2>Software For The 99%</h2><p>It's not that no one's buying CRM software. Far from it. In June, Gartner upped its 2017 market forecast for customer-relationship management, or CRM, to $37 billion, up sharply from $21 billion this year. That would make CRM software the biggest corporate software market, larger even than enterprise resource planning (ERP).</p><p>Gartner's optimism is warranted. The way businesses connect to customers is changing at warp speed. The added dimensions of social media and big data offer rich data hooks to any customer database.</p><p>More importantly, the market is underpenetrated. IDC estimates that there are some 1.1 billion mobile workers globally, or 35% of the workforce, which implies a global workforce of 3.4 billion (<a href="http://www.gotomypc.com/remote_access/images/pdf/How_to_Equip_Your_Company_for_the_New_Mobile_Workforce.pdf">PDF</a>).&nbsp;Yet according to SugarCRM, one of many vendors making CRM tools, only <a href="http://blog.sugarcrm.com/2012/04/24/is-the-crm-market-stagnant/">15 million</a> people use any type of software designed to manage those relationships. That amounts to a workforce penetration of just 0.5%.</p><p>And there are more than <a href="http://www.dnb.com/company.html">225 million global businesses</a>, according to the venerable Dun &amp; Bradstreet database. Virtually all of them have customers—otherwise they wouldn't have much of a business.</p><p>Yet Salesforce.com, widely considered a CRM leader, has an installed base of just <a href="http://www.gartner.com/id=2175418">100,000 customers</a>, according to Gartner Group. While that figure includes some of the world's largest corporations, it represents less than 0.004% of D&amp;B's global commercial database. By the most optimistic numbers,&nbsp;less than 1% of the global workforce uses CRM tools.</p><h2>Why We Haven't Automated Our Customer Relationships</h2><p>One explanation for low use is that implementing a CRM system is a major challenge, particularly for smaller organizations that don't have dedicated IT team.&nbsp;Fact is, most CRM software is <a href="http://www.techrepublic.com/blog/networking/crm-pain-points-on-premise-or-in-the-cloud-still-room-to-improve/6595">difficult to use</a>, especially in the areas of system integration and reporting.</p><p>Forrester notes that about half of 556 large organizations&nbsp;it&nbsp;surveyed (<a href="http://www.microsoft.com/en-us/news/itanalyst/docs/07-09-12CRMLarge.PDF">PDF</a>) have implemented a CRM solution for marketing, sales, or customer-service applications. An additional 23% plan to use a CRM solution within the next 12 to 24 months.</p><p>That means that even among large enterprises, the very market most CRM vendors target, the glass is half empty. ReadWrite summarized the failings of the CRM industry <a href="http://readwrite.com/2010/10/28/crm-failure#awesm=~ob8MmVCyic5Rxb">succinctly</a>: In the span of 10 years, $75 billion was spent on CRM software, according to Gartner. But during that period, customer satisfaction rose just 3-5%.</p><p>Fast-moving market trends, however, may help reshape the CRM landscape. Forrester identifies three phenomena that are reinvigorating CRM:</p><ul><li><strong>Mobile</strong>—The U.S. has the highest percentage of mobile workers in its workforce, with <a href="http://www.microsoft.com/en-us/news/itanalyst/docs/07-09-12CRMLarge.PDF">72%</a> of the U.S. workforce being mobile as of 2008. Yet Forrester <a href="http://www.microsoft.com/en-us/news/itanalyst/docs/07-09-12CRMLarge.PDF">found</a> that "despite the growing maturity of mobile CRM solutions, business and IT leaders remained perplexed by the complexities of the different mobile options and architectures."</li><li><strong>Cloud</strong>—It should be no surprise that given the large influx of smartphone and tablet users, many of whom adhere to the BYOD (Bring Your Own Device) trend, cloud data syncing has become essential.</li><li><strong>Social media</strong>—The influx of social-media-generated customer intelligence has resulted in a never-ending river of data, leading many organizations to show a growing interest in social media integration and big-data applications.</li></ul><p>How are next-wave CRM tools tackling this potential opportunity? I looked at three relatively new contenders: Base CRM, Contactually, and Intuit's QuickBase. Each is trying to solve the complexity challenge in its own way.</p><h2>Base CRM</h2><p><a href="http://getbase.com/">Base CRM</a>, which debuted as <a href="http://readwrite.com/2011/08/22/better-sales-tracking-using-go#awesm=~obakmD8fYfK8kg">PipeJump</a>, introduced an iPhone and <a href="http://techcrunch.com/2012/01/30/future-simple-releases-first-full-blown-crm-app-for-android/">Android app</a> in January 2012, and relaunched its Web-based solution in late June. The company has received a total of <a href="http://en.wikipedia.org/wiki/Base_CRM">$7.9 million</a> in venture-capital funding.</p><p>A Base CRM enterprise solution starts at $15/mo., which includes no Base branding, unlimited deals and third-party integrations, like Dropbox and Mailchimp, plus 2GB storage. For $45/mo. per user, you also get sales goals and forecasting, plus task automation and 5GB of storage.</p><p>As Base CRM CEO Uzi Shmilovici tells me, the company is aware that CRM systems' lack of adoption is due to the fact that users face an "intense effort" to maintain their contact lists, so the company wants to reduce input by automating the process as much as possible.&nbsp;To enable that effort, Base has 90 employees today, with 71 focused on product development. Shmilovici says the company's development efforts have resulted in many positive reviews and top rankings in Google and Apple's app stores.</p><p>Base CRM certainly appears to have taken the lead in ease of use. The program boasts a number of nicely integrated features, including web calling, e-mail synchronization, plus sales pipeline and funnel analysis.</p><p>Another welcome feature is a Chrome extension that grabs LinkedIn contact information and adds it to your contact list.</p><h2>Contactually</h2><p>A different approach to easing contact entry comes from Contactually, a Web-based CRM application. It simplifies contact categorization by turning the chore into a quasi-entertaining "bucket game."</p><p>The program syncs with your IMAP email account, a nice feature that helps users build a contact list dynamically without having to import an address book (although it does that too). Another benefit of email syncing is that Contactually can "nag" you to recontact people you've been in touch with in the past.</p><p>Contactually also will find duplicate contacts that use different email addresses, allowing you to quickly merge them. But the best new feature may well be "Introductions," which makes introducing two people in your network quick and easy. In this day and age of high-octane networking, that's a big time-saver.</p><p>A Contactually Small Business account costs $40/mo. per user. Unfortunately, the Introductions feature is not available on the lower cost $20/mo. Premium plan.</p><h2>Intuit QuickBase</h2><p>While Base CRM and Contactually take a dynamic interface approach, Intuit's QuickBase goes in the opposite direction with a more traditional spreadsheet-like grid layout in every module of the application. QuickBase includes all the usual components, contact management, project management and sales management.</p><p>The design is pretty straightforward but its four top navigation menus can look quite intimidating at first. QuickBase also lacks special social-media features, dedicated import filters, and MailChimp integration. While there's no email synchronization, you can at least send emails from QuickBase, but that's a pretty basic function.</p><p>Unfortunately, QuickBase has a high cost of entry with pricing starting at $299/mo. for up to 10 users. QuickBase's conservative user interface is likely to appeal to people familiar with&nbsp;Salesforce.com, as the <a href="http://www.youtube.com/watch?v=mbo8_VHaBWw">design metaphor</a> is quite similar.</p><h2>The Next Big Opportunity</h2><p>There is no question that CRM tools are getting more adept at social networking while improving ease of use across all platforms. Yet I would still like to see a tighter integration, particularly with LinkedIn. <a href="http://www.nimble.com/unified-communications/">Nimble</a>, for example, lets users send messages directly to social media followers.&nbsp;</p><p>Given the massive opportunity of equipping millions of businesses with tools they need to better service customers, easier-to-use CRM applications will proliferate and that's a relationship any business or customer should welcome with open arms.</p><p><em>Photo by&nbsp;</em><em>Shutter stock</em></p>New-wave customer-relationship management tools are redefining a $21 billion market.http://readwrite.com/2013/08/01/new-wave-crm-tools
http://readwrite.com/2013/08/01/new-wave-crm-toolsWorkThu, 01 Aug 2013 08:03:00 -0700Michael TchongIntuit CEO: Big Data Can Be "The Great Equalizer"<!-- tml-version="2" --><div tml-image="ci01b2fa4120016d19" tml-render-position="center" tml-render-size="large"><figure><img src="http://a3.files.readwrite.com/image/upload/c_fill,cs_srgb,dpr_1.0,q_80,w_620/MTIyNDM1Mjk2NDM1NTM2NDg2.jpg" /></figure></div><p>The conventional wisdom has it that <a href="http://readwrite.com/tag/Big+data/">Big Data</a> has been good for large enterprises, and very, very bad for consumers and small businesses. According Intuit CEO Brad Smith, though, big data can also be "the great equalizer."</p><p>Smith bases this idea on a new study released by the company on Friday. Called "<a href="http://network.intuit.com/2012/12/13/the-coming-era-of-big-data-for-the-little-guy/">The New Data Democracy: How Big Data Will Revolutionize The Lives Of Small Businesses and Consumers</a>," and conducted by Emergent Research with "a mix of research and forecasting" (wishful thinking?), the study contends that "the emerging availability of data and analytics… gives small businesses and consumers greater access to cost-effective, sophisticated, data-powered tools and analytical systems."</p><h2>Data Is A Raw Material&nbsp;</h2><p> According to Smith, "Data is becoming the newest raw material for business, equal to or greater than capital" in its ability to drive growth. Access to this kind of data has largely been confined to large enterprises, but if it can be shared, it will let "small businesses and families make smarter decisions" and help "level the playing field," Smith told a small group of journalists and analysts on Thursday.</p><div tml-image="ci01b2fa4180018266"><figure><img src="http://a2.files.readwrite.com/image/upload/c_fill,cs_srgb,dpr_1.0,q_80,w_620/MTIyNDM1Mjk4MDQ2MDEyNjk3.jpg" /></figure></div><p>That's critical, because more and more critical decisions and risks are being pushed down to consumers, covering everything from retirement planning to healthcare, Smith said. "Data helps us navigate that."&nbsp;</p><p>Intuit, of course, has access to vast amounts of data from its 60 million customers, and wants to be in the business of helping its customers use that data to their advantage. "We try to use all available data that our customers give us permission to use," Smith said. If Intuit can put that data in their hands, Smith said, it's like "<a href="http://www.imdb.com/title/tt1210166/">Moneyball</a> for the small business owner… creating a power shift from big business to small business."</p><p>Or at the very least mitigating the trends going the other way.</p><h2>Big Data Really Has Helped Big Business</h2><p>According to Steve King, partner at Emergent Research, which conducted the research, "Big data has un-leveled the playing field. Big business has definitely gained a competitive advantage" from Big Data. "We are in a period where big businesses are at an advantage."</p><p>""Big data is definitely going to kill some small businesses," King told ReadWrite. Small businesses that don't get with this will be severely disadvantaged, "especially firms reliant on location or opaque pricing. They're going to get hammered."</p><p>On the other hand, small companies that do manage to take advantage of big data will have an advantage compared to other small busineses, and be better positioned to compete with big businesses, King said.</p><p></p><div tml-image="ci01b2fa4200018266"><figure><img src="http://a2.files.readwrite.com/image/upload/c_fill,cs_srgb,dpr_1.0,q_80,w_620/MTIyNDM1Mjk5NjU2NjMwODg2.jpg" /></figure></div><p>For consumers, King said, data helps empower us to deal with critical decisions in a more organized way. "More and more people are going to be able to take advantage of this in a positive way," King said. Many consumers, King predicted, will take advantage of big data by proxy, via "digital concierges" like Siri, as well as "the personal services they use, which will become smarter, more efficient, and more personalized." Not just in shopping, but also in healthcare, for example, where big data tools will lead to better diagnostics and better choices of where and how to treat various conditions.</p><p>The key to this rosy future, of course, is getting these big data tools to small businesses and consumers in ways they can understand, afford and use. Intuit is well positioned to do that, and has a number of related projects in the works. (See <a href="http://readwrite.com/2012/09/19/inside-intuit-how-a-software-kingpin-is-remaking-itself-for-mobile-services">Inside Intuit: How A Software Kingpin Is Remaking Itself For Mobile &amp; Services</a>.) And plenty of other companies will no doubt try to do the same thing. (See&nbsp;<a href="http://readwrite.com/2012/09/26/big-data-effective-beyond-the-enterprise">How "Big-Data-as-a-Service" Can Help Smaller Companies Compete</a>.)</p><h2>Making Big Data Easy Won't Be ... Easy</h2><p>But it won't be easy. Big data is inherently complex. That's why it's only now being properly used in even the largest, most sophisticated organizations. And even they don't always understand how to use it properly. (See <a href="http://readwrite.com/2012/07/18/utilities-and-other-industries-not-ready-for-big-data-say-new-oracle-reports">Utilities and Other Industries Not Ready for Big Data, Say New Oracle Reports</a>.)</p><p>That small businesses and average Joes will come out on top in what Smith called a "data revolution" is by no means assured. Fortunately, King said that unlike small businesses, consumers who don't participate won't end up as "losers," they "just won't benefit as much."</p><p><em>Photographs by Fredric Paul.</em></p>Big data has been a big deal for the enterprise, while pretty much crushing the little guy. But there could be more to the tale, with a happier ending for small business.http://readwrite.com/2012/12/14/intuit-big-data-doesnt-have-to-crush-consumers-small-businesses
http://readwrite.com/2012/12/14/intuit-big-data-doesnt-have-to-crush-consumers-small-businessesWorkFri, 14 Dec 2012 05:30:00 -0800Fredric PaulWhat's Behind the eBay-Intuit Anti-Compete Agreement?<!-- tml-version="2" --><div tml-image="ci01b2f99900016d19" tml-render-position="center" tml-render-size="large"><figure><img src="http://a3.files.readwrite.com/image/upload/c_fill,cs_srgb,dpr_1.0,q_80,w_620/MTIyNDM0NTczODA3MTU3ODYy.jpg" /></figure></div><p>Last week, the U.S.&nbsp;<a href="http://www.justice.gov/opa/pr/2012/November/12-at-1376.html">Department of Justice</a> filed a lawsuit against <a href="http://www.ebay.com">eBay</a> for a non-competition agreement it had signed with Intuit. The agreement prevents either company from trying to hire someone from the other's staff. According to the&nbsp;<a href="http://www.ebay.com">Associated Press</a>, the federal suit says Meg Whitman, former CEO of eBay (now CEO at <a href="http://readwrite.com/2012/11/21/will-the-autonomy-debacle-be-the-straw-that-breaks-hps-back">HP</a>) and Scott Cook, Intuit founder, were involved in forming and enforcing the agreement. It was in place from 2006 to 2009.&nbsp;</p><p>Intuit was not named in the lawsuit because it had already been listed in a suit and settlement from September 2010 over a series of similar agreements with other companies (Apple, Adobe, Google, Intel and Pixar) not to hire each other's employees. The current eBay case grew from the 2010 one, but is being treated as a separate suit.&nbsp;</p><h2>Competition Doesn't Hurt, But Limiting Opportunity Does</h2><p>Tech companies are in constant competition when trying to find qualified people to work for them. Acting Assistant Attorney General Joseph Waylan said in the DOJ's <a href="http://www.ebay.com">press release</a> that the department believes eBay violated antitrust laws by entering into this agreement because it "eliminated a significant form of competition to the detriment of affected employees who were likely deprived of access to better job opportunities and salaries."</p><p>By preventing Intuit, or any competitor, from trying to hire their employees, eBay is trying to limit the options for its employees and thus reduce their leverage. This means employees might not be able to negotiate raises or better benefits because there are fewer places for them to go if their requests aren't met.&nbsp;</p><h2>Bad Practice, Good Business?</h2><p>These agreements are illegal, and clearly hurt employees.&nbsp;But it's easy to understand why companies are tempted. After all, in most states, companies are allowed to develop these kinds of agreements <em>directly with their employees</em>, if not with other companies. They see this as a way of protecting an investment. Employers put a lot of money into training employees, not to mention the access given to confidential information and relationships. Non-compete agreements help prevent that investment from benefiting a competitor.&nbsp;</p><p>Michael P. Elkon, a labor attorney with Fisher &amp; Phillips LLP, says that knowing who the winners and losers are in these kinds of agreements is up for debate. On the one hand, these agreements can be seen as depressing wages and preventing the "cross-pollination of ideas." On the other hand, "They allow companies to protect their investments in employees and thereby create a more business-friendly climate." He noted that in 2009 Georgia passed a statue that made the law more favorable for the enforcement of this kind of contract. But right now, Massachusetts is considering a bill that will do the exact opposite, making the contracts </p><p><em>harder</em></p><p> to enforce.&nbsp;</p><p>In California, non-compete contracts between employers and employees is prohibited, except in limited circumstances. That could be one reason for companies to make anti-competitive deals with others in their industry. California State Attorney General Kamala Harris is filing a State lawsuit - separate from the federal one - based on the State's stronger protection against anti-competitive agreements.&nbsp;</p><p></p><p><em>Image courtesy of <a href="http://www.shutterstock.com">Shutterstock</a>.</em></p>Applied for a job at Intuit a few years ago? If you worked for eBay, there might be an illegal reason why you didn't get a callback.http://readwrite.com/2012/11/21/who-did-the-ebay-intuit-anti-compete-agreement-actually-hurt
http://readwrite.com/2012/11/21/who-did-the-ebay-intuit-anti-compete-agreement-actually-hurtWorkWed, 21 Nov 2012 11:33:00 -0800Christina Ortiz